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IT Support Specialist

1 month ago

Dallas, Texas, United States Dallas Market Center Full time
Job Title: IT Help Desk Analyst

Job Summary:

Dallas Market Center is seeking a highly skilled IT Help Desk Analyst to provide technical support and troubleshooting assistance to our staff. This is a dynamic role that combines Tier 1 and Tier 2 responsibilities, requiring strong problem-solving abilities, excellent customer service skills, and a solid understanding of various IT systems.

Key Responsibilities:

  • Provide first-level contact and efficient resolution for IT issues, ensuring a high level of customer satisfaction.
  • Handle escalated issues from Tier 1, including complex problems with hardware, software, servers, and networks.
  • Install, configure, and troubleshoot desktop PCs, laptops, mobile devices, and various IT systems and applications.
  • Assist with the deployment, maintenance, and support of network infrastructure, including switches, routers, and cabling.
  • Maintain and manage hardware and software inventory to ensure resource availability.
  • Create and maintain documentation for IT systems, policies, and procedures.
  • Collaborate with other IT team members to support network maintenance, upgrades, and other IT projects.
  • Deliver in-person, telephone, and online support to end-users.

Requirements:

  • Education: High School diploma or equivalent required. Bachelor's Degree in Information Technology or related field, or equivalent experience preferred.
  • Experience:
    • Tier 1: 1-2 years of experience in IT support.
    • Tier 2: 3-5 years of experience in an end-user desktop support role.
  • Technical Skills:
    • Proficiency with Windows operating systems, Microsoft Office applications, and Office 365.
    • Strong knowledge of PC hardware/software, networking devices, and various IT systems.
    • Experience with iOS, Android devices, and VoIP phone systems.
    • Knowledge of Microsoft Server and Active Directory is a plus.
  • Soft Skills:
    • Excellent problem-solving, communication, and customer service skills.
    • Ability to work independently and collaboratively in a team environment.
    • Strong organizational and time management skills.

Competencies:

  • Customer Focus: Maintain a customer-focused mindset, ensuring users' needs are met promptly and effectively.
  • Problem Solving: Recognize and define problems, identify alternative solutions, and implement plans to resolve issues.
  • Dependability: Be consistently reliable and punctual, managing competing demands and adapting to frequent changes or unexpected events.
  • Technical Proficiency: Demonstrate technical proficiency and an understanding of how systems and technologies interrelate and impact the organization.

Physical Requirements:

  • Ability to sit in an office environment for most of each day.
  • Ability to stand/walk for extended periods during market events.
  • Ability to lift 40 lbs.

About Dallas Market Center:

Dallas Market Center is a global business-to-business trade center and the leading wholesale marketplace in North America, connecting retailers and interior designers with top manufacturers in home decor, furniture, gifts, lighting, and fashion. Our dynamic, five million square foot campus near downtown Dallas hosts nearly 200,000 customers from all 50 states and 85 countries, seeking industry trends, business education, and new products via open-daily showrooms and from exhibitors participating in trade events held throughout the year.